Customer Service Manager

Diversified Labeling Solutions, Inc. (DLS) is seeking a dynamic and experienced manufacturing Customer Service Manager to lead our Order Processing and Customer Service teams.  This role is ideal for a strategic and hands-on leader with a strong background in customer experience management within a manufacturing environment.  The ideal candidate will be both an analytical problem-solver and an empathetic team builder, capable of elevating the customer experience while leading a high-performing department.

The primary duties of the Customer Service Manager are to plan, organize and monitor the ongoing activities of Order Processing department and individual Customer Service personnel.  The ultimate goals are to ensure that all orders are properly entered into the company ERP system, all customers receive timely and accurate information regarding the orders they have placed with DLS, and all customer needs and requests are responded to in a timely, professional and effective manner to ensure customer information and support requirements are completely satisfied.

Pay Range:

$92,000 to $110,000, annually

Key Responsibilities:

• Plan the ongoing goals and activities of the Order Processing Department, in conjunction with the Order Processing Supervisor, monitoring activities to confirm that deadlines and commitments are being met
• Plan, organize and supervise the activities of Customer Service Department personnel, ensuring that the workload is being evenly distributed and customer needs are being met
• Develop and monitor operating metrics to ensure that customer expectations are being met
• Closely monitor customer activity and communications, identifying areas of improvement as related to customer satisfaction and train personnel on enhanced methods of effective communication with customers
• Set department goals and objectives to ensure accuracy and efficiency of output
• Act as an active department leader by ensuring that work product levels are being maintained, personnel have the support necessary to meet objectives and to understand current or urgent customer matters requiring attention
• Foster a sense of departmental accountability to ensure complete customer satisfaction
• Build solid relationships with customers, ensuring a sense of confidence in DLS, by participating in customer follow-up activities to ensure timely resolution of escalated customer concerns or questions
• Be an advocate for the customer with other DLS departments, to facilitate the highest level of customer service possible and identify and address any department related procedural issues or concerns
• Develop cross training efforts to improve personnel knowledge and department workflow
• Collaborate with the Executive team to ensure they are aware of department activities, backlogs and areas of necessary improvement and welcome input on the activities of the Order Processing and Customer Service departments
• Assist in annual budget planning activities related to Order Processing and Customer Service manpower, systems, training and communication needs
• Other projects/duties as assigned

Requirements:

• Proven experience managing customer service operations in a manufacturing environment
• Strong leadership skills with experience developing and mentoring a successful team
• Proficiency in ERP platforms and technology-based service systems such as EDI
• High degree of mathematical aptitude, attention to detail and organization skills
• Excellent verbal and written communication skills, with the ability to communicate effectively with customers and team members of all levels
• Proficient computer skills (ERP, Microsoft Suite, etc.)

DLS is a national manufacturer of adhesive based labels that are used by companies in many industries and for a multitude of applications.  We have four production facilities around the U.S. that support local, national and international accounts.

DLS is an equal opportunity employer and offers a competitive salary, variety of excellent benefits and positive work environment.  If you meet the requirements above and would enjoy working for an employee-friendly organization with other team players, please apply today.